Common questions about the Online Client Portal.
For a full introduction, see Online Client Portal Overview 👈
Q: Which businesses have access to the portal?
A: The portal is available to all Boarding & Daycare businesses automatically. For grooming-only businesses, access is currently in beta and must be requested through your account manager.
Q: Does my client need to create a separate account?
A: No. Clients log in using the phone number already on file in your MoeGo client list. They receive a one-time SMS verification code — no new account setup needed.
Q: Why can't my client see the Packages / Membership / Group Classes section?
A: These sections only appear when your business has those features active. If a section is missing for your client, contact MoeGo support to check whether your account is eligible.
Q: Why isn't a report card showing up for my client?
A: Report cards only appear in the portal after your business creates and sends them through MoeGo. If no report cards have been sent for a pet, the section shows an empty state for that pet.
Q: Can my client cancel or reschedule an appointment through the portal?
A: This feature is not available currently. Clients can view their appointment status but cannot cancel or reschedule from the portal at this time.
Q: Can my client edit their pet's profile through the portal?
A: Clients can view pet profiles and add new pets. Editing or deleting existing pet profiles is not supported from the portal.
Q: Can my client add store credit from the portal?
A: No. Store credit is display-only in the portal. Clients can see their balance and transaction history, but credits are added by your business.
Q: Is the digital signature in the Agreements section legally binding?
A: Yes. MoeGo captures the client's drawn signature with a timestamp. This is legally binding in most jurisdictions. Check local e-signature laws if needed for your business.
Q: What is the "View live camera" button on an appointment?
A: This button appears on boarding and daycare appointments when your business has iDogCam configured. It allows pet parents to watch a live feed of their pet during their stay — one of the highest-impact features for client trust and retention.
Q: Does the portal work on mobile?
A: Yes. The portal is fully responsive and works on any modern smartphone, tablet, or desktop browser — no app download required.